Customer Service - Emergency Response Specialist

  • 6301 NW 5th Way, Suite 5300, Fort Lauderdale, FL, United States
  • Full-time
  • Legal Entity: Bosch Security Systems Inc.

Company Description

Bosch Service Solutions | Providing Innovative Service Solutions Worldwide
Bosch Service Solutions is a leading provider of Business Process Outsourcing optimizing services in the following key areas:  Customer Experience Services, Mobility Services, Monitoring Services as well as Business and Shared Services.  Around 9,000 associates provide and optimize customers’ business processes in approximately 40 languages.  Visit our website for more information at www.boschservicesolutions.com.

What’s in it for me? – Benefits eligibility from Day 1!

  • „  Health and Wellness Benefits
    • „  Medical, Dental, Vision
    • „  Health Savings Account
    • „  Flexible Spending Accounts
    • „  Telemedicine
  • „  Tuition Reimbursement Program
  • „  Paid Time Off
    • „  Paid Volunteer Time
    • „  Floating Holidays
  • „  Paid Holidays
  • „  401k and/or Roth IRA with a Company Match
  • „  Short Term and Long-Term Disability Coverage
  • „  Life Insurance and AD&D Coverage
  • „  Employee Assistance Program
  • „  Salary commensurate with market rates
    • „  Monthly Incentive Bonuses
    • „  Training Completion Bonuses
    • „  Shared Accounts Bonuses
    • „  Shift Differential Payment

Job Description

Bosch Service Solutions is a 24 x 7 operation that provides several shift options.  

Multiple shifts are available. 

Indefinite U.S. work authorized individuals only. Future sponsorship for work authorization is not available.

Job Purpose:

The position is responsible for answering incoming calls and providing excellent customer service to vehicle owners following program guidelines and call center standards such as but not limited to:

  • Coordinate Emergency Response Support
  • Roadside Assistance
  • Stolen Vehicle Tracking
  • Remote Door Unlock/Lock
  • Account Management
  • Concierge Services

Essential Functions:

  • Respond to incoming calls from customers and provide accurate answers and guidelines related to the Automotive Multi-Client programs.
  • Respond to emergency calls from customers who experienced an automobile accident and coordinate the appropriate steps to engage the emergency response support system(s).
  • Respond to customers who require roadside assistance or other remote services such as stolen vehicle tracking and remotely locking/unlocking doors.
  • Develop customer relationships that contribute to business objectives and promote customer loyalty.
  • Research and resolve customer questions and issues to ensure customer satisfaction and retention.
  • Troubleshoot account related issues and submit incident tickets using a web based system to escalate customer issues as needed

Qualifications

  • Minimum of High School Diploma
  • 0-2 years of experience working in a call center environment
  • Excellent communication skills, both verbal and written
  • Proficient in Microsoft Office and web based applications
  • Knowledge of customer service
  • Strong interpersonal skills
  • Strong organizational skills and attention to detail
  • Ability to work in a fast-paced environment with daily work processing deadlines
  • Ability to work effectively without supervision
  • Strong in leadership, empathy, communication, and team orientation
  • Ability to be flexible and adaptable to support operational needs
  • Bilingual highly desirable (English/Spanish-English/French)

Additional Information

Indefinite U.S. work authorized individuals only. Future sponsorship for work authorization is not available.

By choice, we are committed to a diverse workforce - EOE/Protected Veteran/Disabled.

BOSCH is a proud supporter of STEM (Science, Technology, Engineering & Mathematics) Initiatives.

  • FIRST Robotics (For Inspiration and Recognition of Science and Technology)
  • AWIM (A World In Motion)

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